Analyst, IT Service Desk

Flutterwave

Engineering & Technology

New
1 week ago

Job Summary

Flutterwave is looking for an IT Service Desk Analyst. This role will be responsible responsible for ensuring all first level incidents/service requests logged on Service Desk are responded to timely, properly registered, duely escalated and resolved within agreed SLA.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:5 years

Job Description/Requirements

What Your Day-to-Day Activities Will Be Like 

 

  • Offer first level incident/service request support of IT Services and focus on providing service reliability, prompt escalation and promote speed incident resolution.
  • Support the use and administration of Service Desk software
  • Ensure normal service operations are restored quickly and minimize adverse impact on business operations in the event of an incident or downtime
  • Guarantee prompt allocation and assignment of tickets to 2nd Level Teams as appropriate for resolution
  • Ensure all logged incidents/service request are maintained with all relevant records kept
  • Troubleshoot and assist impacted users to perform any remediation steps where necessary
  • Guarantee optimal customer satisfaction by keeping them informed throughout the life cycle of incidents/service requests.
  • Help identify and classify incident/service request types based on customer request

 

Required competency and skillset to be a waver


  • Minimum of a first degree or its equivalent in any numerical discipline (Computer Science, Engineering, Mathematics, Statistics etc.)
  • Working understanding of service management software for administering and managing incidents/service requests
  • Good interpersonal and communication skills and the ability to work effectively with business stakeholders
  • Customer-centricity
  • Creative, results-oriented, and analytical with strong problem-solving capability
  • Proficient in the use of Microsoft Office Tools (Word, Excel, PDF)
  • At least ITIL foundation certification will be an added advantage

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